WonenBreburg

In 2018, WonenBreburg, a housing association with offices in Tilburg and Breda, started working with Unexus. Traditional telephony was fading and hybrid work was growing. To keep service quality high, WonenBreburg needed a modern omnichannel solution that could connect seamlessly to its customer tracking system. The goal: a future-proof setup that increases customer satisfaction and enables more efficient internal collaboration. WonenBreburg chose Unexus Connect, an all-in-one platform that improves customer experience, employee productivity and brand experience. Customer service manager José Geboers explains the impact.

Everything on one screen: efficiency through Unexus Connect. Employees now have direct access to relevant tenant information in one place. José explains: "Where we previously had to search through multiple systems, everything is now immediately available. That allows us to respond to customer questions much faster and more effectively."

The platform not only provides clear overview, but also integrates channels such as phone, email and chat. Customers are helped consistently, no matter the channel. This structure enables the contact center to maintain a high service level and has significantly improved response times. For employees, it reduces complexity and provides an intuitive system for daily operations.

Efficient scheduling through the Teamlead integration

Alongside the Unexus Connect platform, Teamlead plays a key role by providing a smart data-driven planning layer that integrates smoothly with Unexus Connect. Scheduling used to be a manual and time-consuming process that took hours every day. Teamlead now uses up-to-date workload and demand signals from Unexus Connect to continuously produce an efficient schedule. José says: "What used to take us five hours per day now takes us about one."

Data-driven and future-proof customer operations

The combination of Unexus and Teamlead strengthens WonenBreburg's data-driven way of working. With Unexus Connect and Teamlead together, the customer contact center can react to real-time workload and also anticipate expected peaks and dips. Staff is deployed in a more targeted way, improving customer satisfaction while saving time and cost.

A partnership focused on continuous improvement

José is very positive about working with both Unexus and Teamlead: "Our employees can easily switch with both support teams, and questions or issues are picked up quickly. Feedback is taken seriously and often implemented directly." The integrated setup helps WonenBreburg improve customer experience, work more efficiently and keep planning transparent and data-driven.